Helpdesk - Compass

Job city: 
Job region: 
Greater Toronto Area
Application Deadline: 
Friday, September 25, 2020 - 11:30pm
Job terms: 
Full-time contract


The Centre for Education and Training is seeking a detail-oriented, thorough, and organized help desk employee to join the Compass To Connect team. In this position, you will be responsible for providing assistance to clients accessing the website. The ideal candidate should be customer friendly, with good communication skills and knowledge about the immigration and settlement sector in Canada. Working knowledge of French will be an asset.


  • Attend phone calls - inbound and outbound, emails, and provide accurate answers ensuring that all inquiries are documented
  • Resolve requests, questions and concerns frequently requiring analysis of situations to determine best use of resources
  • Anticipate potential challenges and work with the Compass To Connect team to find solutions
  • Follow daily procedures for working with the Project Manager, Coordinator and programmers to ensure that all inquiries are addressed immediately
  • Process user data entry errors to the programmers ensuring that clear information is documented
  • Respond to suggestions, concerns utilizing outlined Helpdesk support procedures
  • Prepare training materials and equipment for the Trainers for all training sessions or other meetings as required
  • Assist in planning training sessions
  • Compile monthly reports regarding helpdesk tasks completed, outlining the average calls, user concerns and updates for programming suggestions
  • Participate in testing the functionality of new features
  • Document and share all test cases and test results with the team
  • Create, update and maintain statistical reports for all stakeholders where needed
  • Ensure the project tasks are maintained in a timely manner
  • Any other duties as required


  • Minimum Post-Secondary Education or equivalent job experience
  • Current knowledge and experience with MS Office Product Suite
  • Previous customer service experience within a helpdesk/support environment is required
  • Excellent verbal/phone communication skills and telephone etiquette
  • Working knowledge of French is a big asset
  • Excellent writing skills; ability to listen, learn and report on activities
  • Comprehensive knowledge of the newcomer settlement sector is an asset
  • Knowledge of the iCARE and other databases is an asset
  • Excellent judgement and problem-solving skills, and the ability to multi-task
  • Working knowledge and experience with a variety of technology platforms
  • High level of interpersonal skills, ability to be creative, flexible, persuasive and work co-operatively with diverse stakeholder groups
  • Willingness to travel if needed.

How to apply:

Please submit cover letter and resume by Friday, September 25, 2020 to:

To apply click here

Thank you to all applicants for their interest. However only those candidates selected for an interview will be contacted. No phone calls please.